OFFICE OF HOME ENERGY PROGRAMS OPERATIONS MANUAL

Transcription

1 OFFICE OF HOME ENERGY PROGRAMS OPERATIONS MANUAL REVISED March, 2013

2 STATE OF MARYLAND DEPARTMENT OF HUMAN RESOURCES FAMILY INVESTMENT ADMINISTRATION OFFICE OF HOME ENERGY PROGRAMS For additional information contact: Office of Home Energy Programs 311 West Saratoga Street Baltimore, Maryland

3 TABLE OF CONTENTS TABLE OF CONTENTS... i ABBREVIATIONS... viii CHAPTER ONE - PROGRAM OVERVIEW... 1 I. Program Background and Overview... 3 II. Eligibility... 4 III. Benefit Levels... 5 IV. Family Energy Services... 5 V. Crisis Assistance... 5 VI. Outreach... 6 VII. Application Process... 6 VIII. Denial Process... 7 IX. Review and Hearing Process... 7 X. Payment Agreements with Energy Suppliers... 7 XI. Payment Process... 7 XII. Weatherization... 8 XIII. Utility Service Protection Program... 8 XIV. Coordination with Other Programs... 8 XV. Public Participation... 9 CHAPTER TWO OUTREACH... 1 I. Outreach Policy... 3 II. Local Agency Outreach Plan... 3 III. Statewide Outreach Plan... 3 IV. Local Outreach Plan... 4 V. Outreach Log... 4 VI. OHEP Advisory Board... 5 VII. National Outreach Efforts... 5 CHAPTER THREE - APPLICATION PROCESS... 1 I. Application Policy... 3 II. Application Period... 4 III. Application Requirements... 4 IV. Application Procedures V. Additional Procedures for the Electric Universal Service Program VI. Application By Proxy VII. Application Processing VIII. Pending Cases - Procedures IX. Referral to Energy Assistance Resources X. Utility Services Protection Program XI. Furnace Repair and Replacement XII. Weatherization Assistance Program (WAP) XIII. Reapplication XIV. Questions and Answers CHAPTER FOUR - CERTIFICATION AND ELIGIBILITY... 1 I. Certification Policy... 3 II. Certification Requirements... 3 III. Application Status... 3 IV. Certification Procedures... 4 i

4 V. Certification Reviews... 4 VI. Eligibility Policy... 5 VII. Income Eligibility... 7 VIII. Income Documentation IX. Declaration of Income X. Zero Income for Households XI. Alien Eligibility XII. College Student Eligibility XIII. Assistance to Renters XIV. Roomers and Boarders XV. Residents of Public or Subsidized Housing (Section 8) XVI. Inhabitants of Residential Hotels XVII. Residents of Group Homes, Domiciliary Care, and Assisted Living Facilities XVIII. Building Operators XIX. Sub-Metered Gas/Electric for Renters (also known as Sub-Leased Metered Gas/Electric) XX. Grants for Shelters XXI. Using MEAP Grants for Arrearages XXII. Special Situations XXIII. Denial Policy XXIV. Denial Procedures XXV. Timeliness of Denial XXVI. Application Waivers XXVII. Questions and Answers CHAPTER FIVE - ENERGY CRISIS ASSISTANCE... 1 I. General Energy Crisis Assistance Policy... 3 II. Definitions... 3 III. LAA Requirements... 3 IV. Energy Crisis Application Policy... 4 V. Crisis Application Procedures... 4 VI. Documentation - Procedures... 6 VII. Certification of Crisis Assistance... 7 VIII. Denial of Crisis Assistance... 7 IX. Delivery Requirements... 7 X. Methods to Alleviate the Energy Crisis... 8 XI. Crisis Need Which Exceeds Allowed Crisis Portion of the Grant... 9 XII. Payment of Crisis Assistance XIII. Questions and Answers CHAPTER SIX - REVIEW AND HEARING PROCESS... 1 I. Review and Hearing Policy... 3 II. Local Grievance Requirements... 3 III. Local Grievance Procedures... 4 IV. Office of Administrative Hearings Procedures... 4 CHAPTER SEVEN FISCAL MANAGEMENT AND REPORTING OF ADMINISTRATIVE FUNDS... 2 I. Administrative Funds Policy... 5 II. Budgets... 5 III. LAA Administrative Reporting Procedures... 6 IV. Administrative Funds Monthly Financial Status Report Completion... 6 V. Administrative Budget Revision... 7 VI. LAA Recordkeeping Procedures... 7 VII. Procedures for Local Departments of Social Services... 7 ii

5 VIII. Documentation of Administrative Expenditures... 7 IX. Payments... 8 X. Record Retention Time Frame... 8 XI. LAA Expense Account Reimbursement Procedures... 8 XII. LAA Petty Cash Procedures... 9 XIII. Administrative Funds Closeout... 9 CHAPTER EIGHT - GRANT FUNDS AND FISCAL... 1 MANAGEMENT OF GRANT FUNDS... 1 I. Grant Funds Policy... 3 II. Payment Schedule and Priority... 3 III. Grant Payment Procedures... 4 IV. Generating Energy Delivery Statements... 4 V. Grant Payment Issuance... 5 VI. Household Notification... 6 VII. Payment Procedures for Special Circumstances... 6 VIII. Information Changes... 8 IX. Specific Information Changes - Additional Procedures... 8 X. Internal Control Policy for Computer Generated Payments XI. Grant Fund Banking Procedures XII. Non-OHEP Check Production XIII. Grant Check Specifications XIV. Lost Check(s) Procedures XV. Stolen Check(s) Procedures XVI. Reporting Procedures Benefit Funds - Monthly Financial Status Report XVII. Monthly Bank Reconciliation XVIII. Collection Procedures for Overpayment or Other Reasons XIX. Energy Delivery Records XX. Grant Fiscal Report and Closeout XXI. Local Grant Funds XXII. Tax Liability Offset Program CHAPTER NINE - DATA MANAGEMENT SYSTEM... 1 I. Data Processing Policy... 3 II. System Requirements and Information... 4 III. System Maintenance and Problems... 6 IV. Other Uses for the Computer... 7 V. Other Software... 7 VI. Database Backup and Disaster Recovery... 7 VII. Use of the Data... 7 CHAPTER TEN PROGRAM INTEGRITY... 1 I. Program Integrity Policy and Procedure... 3 II. Identifying Applicant Fraud... 3 III. Responding to Suspected Fraud... 4 IV. Energy Supplier/Vendor Fraud... 7 V. LAA Employee Irregularities or Fraud... 8 VI. Social Security Verification and Prison/Death Records... 8 CHAPTER ELEVEN - APPLICATION MANAGEMENT... 1 I. General Policy - Application Management, Record Keeping, Reporting... 3 II. Policy - Application Management Requirements... 3 III. Application Management - Background... 3 IV. Productivity (Processing) Standards for Applications... 4 iii

6 V. Review of Productivity... 6 VI. Policy - Programmatic Recordkeeping Requirements... 6 VII. Forms Distribution and Control... 7 VIII. Individual Case File Format... 8 IX. Case Filing System X. Policy - Reporting Requirements XI. Closeout Record XII. Fuel Consumption Survey XIII. Submission of Audits XIV. Final Benefit Fiscal Report XV. Administrative Closeout XVI. Report on Delinquent Energy Suppliers XVII. Certification of Energy Assistance Providers XVIII. Shelter Report XIX. Family Energy Services CHAPTER TWELVE - ENERGY SUPPLIERS... 1 I. Policy... 3 II. Procedures Energy Supplier Participation... 3 III. Procedures Non-Participating Energy Suppliers... 4 IV. Energy Supplier Requirements... 4 V. Procedures Payments... 5 VI. Procedures Other Issues... 6 CHAPTER THIRTEEN - MONITORING PROGRAM COMPLIANCE FOR FEDERAL, STATE, AND MANUAL REQUIREMENTS... 1 I. Introduction... 3 II. Procedures... 3 III. Other Reviews and Audits... 4 APPENDIX A - APPLICANT FORMS... 1 ENERGY ASSISTANCE APPLICATION... 3 Sample Cover Letter/Instruction Sheet For Mail Application... 8 WAGE VERIFICATION... 9 SOURCES OF INCOME (MONEY) RECEIVED IN THE LAST 30 DAYS DECLARATION OF ZERO INCOME AND SELF- EMPLOYMENT SAMPLE FUND AVAILABILITY LETTER REQUEST FOR VERIFICATION OF UNEMPLOYMENT BENEFITS INCOME VERIFICATION OF SELF-EMPLOYMENT RECORDS/BOOKKEEPING RESOURCE PROVIDER STATEMENT HOUSEHOLD WORKSHEET REQUEST FOR ADDITIONAL INFORMATION PROXY AUTHORIZATION FORM Letter to Landlord LANDLORD AGREEMENT VERIFICATION OF SUB-METERED GAS OR ELECTRIC Sample of Student Financial Aid Letter SPECIAL ASSISTANCE CERTIFICATION FORM GUARANTEE OF BALANCE OF COST FOR INOPERABLE OIL TANK OR FURNACE Denial Letter APPLICANT/ENERGY SUPPLIER INFORMATION CHANGE FORM Collection Letter Collection Letter iv

7 Collection Letter REPAYMENT AGREEMENT Payment Guarantee Letter REFERRAL TO EMERGENCY ASSISTANCE FOR FAMILIES WITH CHILDREN VERIFICATION OF NON-EMPLOYMENT INCOME Request for the Return of Funds Letter Requesting Information about Applicant Move FURNACE REFERRAL TO LOCAL ENERGY WEATHERIZATION OFFICE APPLICATION FOR WAIVER APPLICATION FOR SOCIAL SECURITY NUMBER APPENDIX B ADMINISTRATIVE FORMS... 1 MARYLAND OFFICE OF HOME ENERGY PROGRAMS... 3 LOGON REQUEST FORM... 3 DHR NETWORK DIAL-UP ACCOUNT REQUEST... 4 Request for the Return of Funds... 6 Cover Letter for EDS to Landlords... 8 MONTHLY FINANCIAL STATUS REPORT... 9 BENEFIT FUNDS... 9 APPENDIX C REGULATIONS... 1 APPENDIX D ADMINISTRATIVE HEARINGS... 1 APPENDIX E STATE AND LOCAL CONTACTS... 1 APPENDIX F BENEFIT TABLES... 1 APPENDIX G OHEP MONITORING TOOL... 1 GLOSSARY... 1 v

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10 ABBREVIATIONS ABBREVIATION CAA CARES COMAR CSA CSBG DHCD DHHS DHR DLLR EAFC EDR EDS EITC EUSP FES FFM FIA FY LAA LIHEAP MABS MEAP NEADA NFFN NLIEC OHEP OPC PL PSC SAIL SOLQ SSA SVES TCA USPP VA WAP EXPLANATION Community Action Agency Client Automated Resource and Eligibility System Code of Maryland Regulations Community Services Administration Community Services Block Grant Department of Housing and Community Development United States Department of Health and Human Services Department of Human Resources Department of Labor, Licensing and Regulation Emergency Assistance to Families With Children Energy Delivery Record Energy Delivery Statement Earned Income Tax Credit Electric Universal Service Program Family Energy Services Fuel Fund of Maryland Family Investment Administration Fiscal Year Local Administering Agency Low-Income Home Energy Assistance Program Maryland Automated Benefits System (DLLR) Maryland Energy Assistance Program National Energy Assistance Director s Association National Fuel Fund Network National Low-Income Energy Consortium Office of Home Energy Programs Office of People s Counsel Public Law Public Service Commission Service Access and Information Link State Online Query Social Security Administration State Verification Exchange System Temporary Cash Assistance Utility Service Protection Plan Veteran s Administration Weatherization Assistance Program viii

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12 Chapter 1 Overview CHAPTER ONE - PROGRAM OVERVIEW 1-1

13 Chapter 1 Overview 1-2

14 Chapter 1 Overview I. Program Background and Overview The Office of Home Energy Programs (OHEP) is responsible for the administration of the Maryland Energy Assistance Program (MEAP) and the Electric Universal Service Program (EUSP). It is also designated to take applications for the Utility Service Protection Plan (USPP). These programs are implemented through agreements or contracts with local agencies operating in each jurisdiction of the State. A. Maryland Energy Assistance Program The Low-Income Energy Assistance Act of 1981, Title XXVI of Public Law 97-35; the Omnibus Budget Reconciliation Act of 1981, as amended by the Human Services Reauthorization Act of 1984, Public Law , the Human Services Reauthorization Act of 1986, Public Law and the Human Services Reauthorization Act of 1990, Public Law (42 USCA Section ) authorizes the federal Department of Health and Human Services to make grants to the States to assist eligible households to meet their costs of home heating and/or cooling energy. The Maryland Department of Human Resources (DHR) is the agency authorized to receive funds under this Act. OHEP, an operating unit within the Family Investment Administration, has designed a program to assist Maryland residents with home heating costs. Programs serve homeowners, renters, roomers/boarders, and shelters by paying part of the fuel costs for electricity, utility gas, oil, kerosene, propane, coal or wood.. The Department of Human Resources contracts with twenty Local Administering Agencies (LAAs) to administer the program. The LAAs, which may include Departments of Social Services, Community Action Agencies, local government agencies, and other public service agencies, are designated to administer the program based on their experience and expertise in energy assistance services for low-income populations. OHEP is responsible for allocating funds to the LAAs and monitoring compliance with program regulations as set forth in the State LAA contract, the OHEP Operations Manual, the annual State Plan, and Regulations. B. Electric Universal Service Program (EUSP) EUSP was established by the Electric Customer Choice and Competition Act of 1999, Section , for the purpose of assisting electric customers with annual incomes at or below 175% of the federal poverty level. It is a state program that is administered by DHR to assist eligible low-income electric customers with their electric bills. Assistance is available whether you are an active customer or you are currently without service. Eligible electric customers may receive help in three ways: 1. Help to pay current electric bills; 2. Help to pay past due electric bills; and, 3. Help with energy efficiency measures to reduce future electric bills. 1-3

15 Chapter 1 Overview The Public Service Commission has program oversight and reports annually to the Legislature on program activities. Effective July 1, 2005, the energy efficiency component was moved to DHCD, WAP. C. Utility Service Protection Plan (USPP) USPP is a program of the Public Service Commission established through the Code of Maryland Regulation s (COMAR) Title These regulations set forth certain provisions pertaining to terminations of service for customers qualifying for MEAP. Upon qualifying for USPP, customers are placed on an equal monthly payment plan and as long as the agreed upon monthly payment is paid their electric or gas service cannot be terminated during the November through March period. Any amount not paid during the winter period is payable upon the end of the heating season. OHEP s sole responsibility for USPP is the taking of the application and forwarding the information to the designated utility. The application for USPP is integrated into the OHEP application. USPP information is incorporated as part of the Energy Delivery Statement which goes to the utility during the payment process. II. Eligibility The primary eligibility guideline for these programs is income. Income guidelines are legislatively mandated and are based on the federal poverty level as published each year by the Federal government. For MEAP, the income guidelines may be set at up to 60 percent of the median income of the state or 175 percent of the published poverty level. Each year, Maryland publishes a plan that establishes the income guidelines for MEAP. The plan has established those guidelines at a maximum of 175 percent of the poverty level. For EUSP, the guidelines are legislatively established at 175 percent of the published poverty level of the State. Each year, OHEP publishes the criteria in its EUSP Plan submitted to the Maryland Public Service Commission. To establish eligibility, income is looked at based on the last 30 days prior to date of application. A household s gross 30-day income must equal or be less than the established poverty level to be considered eligible. In addition to the income criterion, applicant-households are determined eligible for assistance if: A. the applicant-household residing in subsidized/non-subsidized housing pays home energy costs, B. the household has not already received energy assistance benefits (during the program year) at the time of application and C. the applicant is 18 years old or emancipated. Applications must be made to the jurisdiction of the applicant-household's delivery address. All delivery addresses must be within the State of Maryland. 1-4

16 Chapter 1 Overview Shelters that offer overnight accommodations are eligible for assistance on behalf of their eligible residents. The shelter must complete the shelter application for energy costs in order to receive a grant. III. Benefit Levels OHEP Benefit levels are determined in a manner that ensures that households with the greatest need receive the highest amount of assistance. The benefit matrices are based on the following factors: income, household size, fuel type and geographic area. Therefore, the largest families with the lowest incomes and the most costly fuels will normally receive the highest benefits. Benefits are a fixed portion of statewide average consumption by fuel type. Four levels of income based on the federal poverty guidelines vary with each fuel type benefit: Level I 0 75 percent of the poverty guideline Level II percent of the poverty guideline Level III percent of poverty Level IV percent of poverty Level I utility customers, with usage above an established level are eligible for a higher grant amount. Section 8/public housing residents receive the lowest benefit. A separate matrix for non-utility payments is used for Garrett County based on the heating degree day difference. This section of the State has colder winter temperatures over a longer period of time. For this reason the benefit levels for Garrett County are generally higher than the amounts for the balance of State. Benefits paid to eligible renters are equal to benefits paid to homeowners. Subsidized housing residents receive the minimum benefit if they have heating responsibility. Roomers and boarders who meet the eligibility criteria receive the minimum benefit by fuel type for MEAP only. Without an electric account in their name, roomers and boarders do not qualify for EUSP. IV. Family Energy Services To encourage and enable households to reduce their home energy needs, up to 5% of LIHEAP funds may be used towards providing non-monetary assistance with energy vendors, needs assessment and energy conservation counseling. This service is in each of the local jurisdictions and the service provider can be the local administering agency and/or another energy related entity. V. Crisis Assistance The State has energy crisis assistance capability and ensures timeliness of service delivery in energy crisis situations. While there is only one grant per year, more than one payment may be issued to accommodate an energy crisis. The crisis benefit is a part of the regular grant but may not exceed the amount of the regular benefit. Specific guidelines outlined in the LIHEAP statute for the resolution of crisis are followed. 1-5

17 Chapter 1 Overview VI. Outreach Outreach is conducted by the OHEP, LAAs and energy suppliers to assure that all potentially eligible households, particularly households with elderly and/or disabled individuals are made aware of energy assistance programs along with other related services. Alternative application opportunities such as off-site, mail or in-home processes are available to ensure anyone can make an application. By Federal regulation, all local agencies are required to ensure that all low-income recipients, including the elderly and disabled, are aware of the program. Chapter 2 includes an overview of outreach requirements and coordinating activities necessary to meet the requirement. VII. Application Process Individuals apply at LAA designated intake sites, or if unable to travel to an intake site due to age or infirmity, may arrange for home intake or application by proxy. Applications are also issued through a direct mail process for all elderly and disabled households that were approved for a benefit during the prior program year. The Local Administering Agencies also have the option of sending the mail application to selected households. The LAAS at their discretion have the authority to request additional documentation (s) from an applicant if documentations submitted are questionable. Applications are processed by intake workers. The applicant must provide: A. proof of identity and residence, except for previously eligible households as long as they are at the same residence, where this information was verified and is on file. B. proof of citizenship, or for aliens, registered resident (alien) status, except when previous recipients have verified this information and is on file. C. the names of all household members and valid documentation of social security numbers for all household members. Social Security numbers already verified and documented in the case record need NOT be re-verified. D. documentation of all household income, unless the LAA can document it by direct means. E. the major type of fuel used for heating; or the applicant may select an alternate fuel source if related to the household's heating energy needs. F. the name of the energy or electric supplier and account number or bill if an electric or gas supplier, if any. Applications are required to be processed by all LAAs within a 45 day period from the receipt of the application as specified in COMAR. 1-6

18 Chapter 1 Overview VIII. Denial Process Applicants who do not meet the eligibility criteria or who do not provide documentation within 15 calendar days of the request for information are denied benefits. Applicants have 15 days to appeal the denial notice as described below. Applicants who are denied receive a written notice of the reason for the denial and of their right to a fair and timely review and hearing of the reasons for denial. They are also advised that, as long as the OHEP is accepting applications, they may reapply after 30 days from the date of denial notice if their situation changes. When the program close date is less than 30 days, an applicant may apply within 15 days of the close date if there are changes to the information already provided. IX. Review and Hearing Process LAAs are required to attempt to settle all disputes in an informal and timely manner. However, OHEP applicants are guaranteed access to a formal review and hearing process in the following situations: A. the applicant's complaint is not resolved by informal dispute settlement procedures; B. the applicant is denied assistance; C. the applicant is neither certified or granted assistance within 45 days from the date all required documentation is presented; D. the applicant has a dispute regarding the amount of assistance received. The review and hearing process is two-tiered. A local review before a LAA Director is the first level of appeal. A State level hearing before an Administrative Law judge is the second level of appeal if the applicant's complaint is not resolved by the local review. Chapter Six, Review & Hearing Process contains complete details on this process. X. Payment Agreements with Energy Suppliers OHEP benefit payments are made to eligible households' energy suppliers, who deliver fuel or apply credit to an existing account in the dollar amount of the benefit payment. Energy suppliers are required to sign an agreement that has an automatic renewal provision as specified in the supplier's agreement with the OHEP to participate in this program. For oil, kerosene, propane and coal/wood suppliers, the agreement requires a threepercent per unit discount off the lowest residential cash price. This three-percent discount is designed to increase the purchasing power of OHEP recipients using oil, kerosene, propane, and coal/wood. The Agreement with each participating program energy supplier contains the provisions that must be met by each energy supplier. See the Energy Supplier Manual for information regarding the requirements of energy suppliers. XI. Payment Process Following certification of eligibility and determination of benefit amount, LAAs shall notify and issue benefit payments to authorized energy suppliers, landlords, or in some cases, applicants. The notification will 1-7

19 Chapter 1 Overview include a multiple client check for those households on whose behalf payment is made. The LAA assigns the certified household to a number coded Energy Delivery Statement (EDS) to be sent to the approved energy supplier selected by the applicant. The EDS provides a notification to the energy supplier of the benefit amount for the eligible customers on the statement. Payment for the total benefit minus 3% is made to the supplier. However, the energy supplier is to give the client credit for the entire benefit. Benefit payments not utilized by May 15 of the program year, or as designated by OHEP, are returned by the energy supplier to OHEP for redistribution in the next heating season. Eligible households are notified of the amount of assistance, of the selected energy supplier paid on their behalf, and of their right to appeal any dispute regarding benefit level. XII. Weatherization OHEP works with the Department of Housing and Community Development s (DHCD) Weatherization Assistance Program (WAP) by providing referrals of applicants potentially eligible for weatherization or furnace repair or replacement services. The purpose of weatherization services is to reduce energy consumption through the identification of energy loss and installation of appropriate structural or energy conservation measures. XIII. Utility Service Protection Program USPP is a utility shutoff protection plan based on a year-round even monthly payment program. This monthly payment is based on the applicant household's annual cost of consumption for the previous year minus the amount of the MEAP benefit. The remaining amount is divided by twelve (months) to establish the USPP payment. Under direction by the Public Service Commission, OHEP is responsible for offering and explaining the USPP to the applicant. The intake worker informs the applicant about the requirements and provisions of USPP regulations. If USPP participation is desired, the appropriate box is checked on the OHEP application. The required information is transmitted to the utility company. It is the utility who places the applicant on the program by making the appropriate billing adjustments. XIV. Coordination with Other Programs OHEP coordinates the delivery of services for OHEP s programs with other similar and related programs to assure an effective and diverse energy service delivery system. Coordination is provided for as follows: A. Applications are taken through selected LAAs including community action agencies and DSS through a contract or agreement. B. Close coordination exists with the Office on Aging including outreach and applications C. Participation in an annual joint conference with all energy assistance, weatherization assistance, community action agencies, community service block grant programs and the Maryland Energy Administration to coordinate all program activities and continue the cooperative efforts of each of the programs. 1-8

20 Chapter 1 Overview D. At the time of application, all OHEP applicants are given printed information regarding weatherization, energy conservation and related assistance and/or self-help programs available in the area. E. A consolidated OHEP/Weatherization application is used. Referrals are made available and forwarded to the appropriate weatherization agency for all applicants requesting weatherization assistance. F. The State OHEP office coordinates its program activities with the Fuel Fund of Maryland in central Maryland and with other fuel funds and related organizations throughout the state to ensure that where a household's need for help exceeds the OHEP benefit, appropriate referral is made. OHEP has representation on the Fuel Fund's Board and participates in its various activities. G. Through the OHEP application, utility customers may enroll in USPP. H. OHEP provides referrals to DSS emergency assistance programs where need is warranted. DSS provides information and referral to customers about OHEP. XV. Public Participation OHEP provides for public participation in the development of its program Plans as follows: A. Key issues are discussed with representatives of energy advocates, local administering agencies, energy suppliers, and others interested in low-income energy policy. OHEP also convenes the OHEP Advisory Board. This group provides valuable input to OHEP in developing policy and planning for the coming year's program. B. Public Hearings and/or Regional Focus Groups are held in several locations throughout the state to solicit public comment and discussion on the proposed plan. Notification of public hearings is officially made through the Maryland Register. OHEP maintains a mailing list to notify interested persons about the public hearings. A request to be put on the list for notification of public hearings or submission of written comments regarding planning documents, policies, procedures, etc. should be addressed to: Director Office of Home Energy Programs 311 West Saratoga Street, Room 239 Baltimore, Maryland Phone: (410)

21 Chapter 1 Overview 1-10

22 Chapter 2 Outreach CHAPTER TWO OUTREACH 2-1

23 Chapter 2 Outreach 2-2

24 Chapter 2 Outreach I. Outreach Policy The Low Income Home Energy Assistance Act of 1981 as amended, Section 2605 (B) (3) and Section 2605 (B) (15), requires outreach activities to be conducted to reach specific target populations. The first referenced section, referred to as Assurance Number 3, requires the State to: conduct outreach activities designed to assure that eligible households, especially households with elderly individuals or disabled individuals, or both, and households with high home energy burdens, are made aware of the assistance available under this title, and any similar energy-related assistance available under subtitle B of title VI (relating to community services block grant program) or under any other provision of law which carries out programs which were administered under the Economic Opportunity Act of 1964 before the date of the enactment of this Act; Sections 2505(b)(2) and (3) relate to the priority treatment or targeting of LIHEAP benefits to eligible high burden households and vulnerable households. The Office of Home Energy Programs (OHEP) meets and implements these requirements in each of the Maryland's jurisdictions by designing its outreach activities to ensure that eligible households, especially the elderly and handicapped, are made aware of the availability of energy assistance and all related energy resources. Part of the outreach effort is to make available alternate intake sites and alternate intake options. No application shall be refused due to the lack of access to an intake site. While the legislative and regulatory requirement for outreach is specified for LIHEAP, efforts by OHEP and its LAAs shall encompass the Electric Universal Service Program as well. II. Local Agency Outreach Plan OHEP and each LAA are to develop an Outreach Plan on an annual basis. The local Outreach Plan shall include the list of activities planned by each local jurisdiction for the purpose of meeting outreach goals. It shall include an assurance that where the local jurisdiction is administered by a local Department of Social Services that additional outreach/intake sites are used. Local Outreach Plans are incorporated into the State Outreach Plan. LAA Outreach Plans, based on the provided template, are due to OHEP by August 15th of each year. The Outreach Plan document is the agreement to carry out the required activities to inform the public about energy assistance and other related energy resources and is signed by the agency executive director or designee. III. Statewide Outreach Plan OHEP develops a statewide outreach plan to serve as a guide for all outreach efforts. As part of a statewide outreach plan, OHEP is to assist the local administering agencies to meet outreach requirements. Examples of activities undertaken by the OHEP staff are: A. Print and supply posters, brochures, fliers to local agencies to display in strategic locations throughout its geographic area; B. Issue press releases and articles on the program; 2-3

25 Chapter 2 Outreach C. Participate in public forums to increase the awareness of the availability of energy assistance; D. Develop/produce informational material for use by other federal/private help programs including energy suppliers; E. Provide a toll-free number, , that is programmed to provide specific information through the voice response system to inquiries made in each jurisdiction; F. Conducts special studies to target and enhance outreach activities. A copy of the Statewide Outreach Plan is available upon request to OHEP. IV. Local Outreach Plan A. The LAA shall ensure that the following list of activities is provided by the agency. If a Local Department of Social Services (LDSS) administers the program, affirmation that additional outreach/intake sites are available, including the name(s), locations, and total number of participants from the site(s) is required. Outreach Plans shall also demonstrate the establishment of relationships and partnerships with other organizations serving the community. Activities suggested for the LAA plan include, but are not limited to: 1. Provides additional outreach/intake sites of which one is the local Senior Information Center (Required if program is administered by Department of Social Services); 2. Provides intake services for the physically infirm through home visits or by telephone; 3. Sends mass mailing to previous year's elderly and disabled (at a minimum), and to the previous years' recipients as determined by local management decision; 4. Accepts applications for regular and crisis situations at areas that are geographically accessible; 5. Conducts special events to increase program awareness or to take applications; 6. Informs the applicants of available energy assistance including weatherization, fuel funds, emergency assistance and private sponsored utility initiatives; 7. Provides energy suppliers with information to use as bill inserts; 8. Promotes articles in local newspapers or broadcast media announcements; and 9. Places posters/fliers in strategic locations throughout local and county areas. Local agencies must indicate a variety of methods used to increase outreach activities that is widely spread out across its serving jurisdiction and included multi-cultural contacts, i.e, faith based, disabilities, seniors, non-english speaking participants, etc. B. By August 15th of each year, the LAA is to provide OHEP with a copy of its Outreach Plan. V. Outreach Log A detailed summary of outreach activities conducted by the LAA must be maintained using an Outreach Log. Each LAA is required to forward the Outreach Log to the OHEP by the first Friday after the end of the previous month. The log is maintained on a monthly basis. See Appendix B for the Outreach Log format. 2-4

26 Chapter 2 Outreach State OHEP outreach efforts are incorporated along with the Department s Constituents Services Office and also maintains an Outreach statistical data for the entire state activities. VI. OHEP Advisory Board OHEP organizes and maintains an Advisory Board whose purpose is to provide discussion and information on issues pertinent to the implementation and administration of OHEP programs. It serves as a way of fostering involvement in OHEP by identifying key issues, etc. The Advisory Board meets quarterly or on an as needed basis. A current listing of members of the Advisory Board may be obtained from the OHEP. VII. National Outreach Efforts At the national level, high-energy burden households and vulnerable households are targeted for outreach through efforts of the Department of Health and Human Services. Non-profit organizations such as the National Energy Assistance Directors Association (NEADA) also provide periodic outreach assistance. Those efforts are incorporated into State and local strategies as appropriate. 2-5

27 Chapter 2 Outreach 2-6

28 CHAPTER THREE - APPLICATION PROCESS 3-1

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30 Chapter 3 Application Process I. Application Policy NOTE: State law and regulations require that LAA s under contract with OHEP to Operate the Maryland Office of Home Energy Programs provide confidentiality safeguards for the use of DHR client records and reports. A. All applicants for OHEP programs must complete the DHR/FIA/OHEP 200 (Application for Energy Assistance) and the Income Resource Form. Completion of the application form and the Income Resource Form and the submission of requested documentation constitute a completed application for processing. The OHEP application process is designed to provide an opportunity for any individual/household requesting energy assistance to provide verification of household information for a fair and timely eligibility determination. All applicants for OHEP Programs must complete the DHR/FIA/OHEP 200 (Application for Energy Assistance) and the Income Resource Form. Applicants, whether they apply by mail or interview, must be informed about the basic application requirements. B. The DHR/FIA/OHEP 200 is used to determine eligibility for all programs administered by the Office of Home Energy Programs including: 1. Maryland Energy Assistance Program (MEAP); 2. Electric Universal Service Program Bill Payment Assistance (EUSP BP); and, 3. Electric Universal Service Program Arrearage Retirement Assistance (EUSP ARA). C. LAAs are to review applications for all MEAP and EUSP benefits and designate such in the computer system unless the applicant signs the designated section on the application that states the applicant does not wish to participate in MEAP or EUSP. Review means that if it is clear that the applicant will not qualify for EUSP because of the applicant household circumstances (no electric account, already received an arrearage payment, etc.) then application does not need to be entered as a yes on the computer system. D. The DHR/FIA/OHEP 200 is used as the application to refer to the following programs: 1. Maryland Energy Assistance Program Furnace Repair and Replacement Program administered by the Department of Housing and Community Development (DHCD), Weatherization Assistance Program (WAP); 2. Electric Universal Service Program Weatherization administered by the DHCD, WAP; 3. Referral to the Utility Service Protection Plan (USPP - this is a program of the Public Service Commission and the regulated utilities within the state.) 4. Referral to Weatherization Assistance Program (WAP this is a program of the Maryland Department of Housing and Community Development funded through the U.S. Department of Energy). Each of these programs requires an additional qualification process by the respective entity to determine eligibility. E. Completion and submission of the Application for Energy Assistance to the LAA is considered as the applicant s single application for the program year. Income information submitted at initial application is used for eligibility determination. While other items may be updated at later 3-3

31 Chapter 3 Application Process points in time the income information remains unless the application is denied and a subsequent application is submitted. Example: A person applies for MEAP in August but declines to apply to for EUSP at that time. In December, the applicant returns and wants to apply for EUSP. The original application from August is revised to reflect the application for EUSP, however income data is not changed. Eligibility is to be based on the income from the initial application. Changing income on the same application at a later point in time results in the inability to track the original data used for certification. F. Arrearage Discovery. Completion of the application is considered applying for both EUSP Bill Payment and EUSP Arrearage Retirement Assistance. G. Completion of the Income Resource Form by the applicant informs the LAA what type of income is received in the applicant s household and ensures that all income types are questioned. II. Application Period Applications are taken in each program year from July 1 through June 30 of the next year for both MEAP and EUSP. Applications are received according to the schedule below. July 1 through April 30 All deliverable fuel applications (MEAP only) July 1 through May 15 Utility (electric and natural gas) applications (MEAP and EUSP) May 15 through May 31 Utility Crisis applications only (MEAP and EUSP) June 1 through June 30 All applications taken are processed for payment in the following fiscal year (MEAP and EUSP) July 1 through May 30 Utility emergency applications (MEAP and EUSP) November 15 through March 31 All crisis applications (MEAP only); November 1 through March 31 While USPP applications are taken year round, the application of the USPP program benefits is from November 1 through March 31. These dates are subject to change by OHEP at any time if program requirements warrant. An Action Transmittal/Closeout Report and Procedures will be issued to establish new dates. Applicants may apply at any time during the program year. Applicants do not have to wait until the anniversary of their previous year application to apply. The effect is that someone may apply in May and then apply again in July for the next program year. Applications received between June 1 and June 30 are considered applications for the following fiscal year and are dated with the application date of July 1 in the database. The LAAs should not change the date on the application to July 1. III. Application Requirements The application requirements are: A. The applicant must be at least 18 years old or emancipated, the head of household, spouse of the head of household, or have proxy from the head of household (see Application by Proxy). The applicant (as defined above) must appear for an in-person interview, if requested. 3-4

32 Chapter 3 Application Process B. The applicant must complete the required items on the DHR/FIA/OHEP 200, APPLICATION FOR ENERGY ASSISTANCE, Income Resource Form, and provide documentation for the following items described below in order for an application to be considered complete: Note: Current is identified as within 30 days of the application date or as specified for any documentation requested. 1. A signed and dated application form. The application form is placed in the applicant file. 2. Names of all household members and Social Security numbers (SSN) of all applicant and household members. For the applicant and each household member, a copy of the social security card or other acceptable document with the social security number (except as noted below) shall be placed in the applicant file. Applicants whose SSN s are documented in the file from a previous year application need not provide copies of documentation provided that documentation is also placed in the current file. SSN s already verified and noted in the case record need NOT be verified again. If a child in the household does not have an SSN, the parent or guardian of that child must apply to the Social Security Administration (SSA) for one. A receipt or other documentation of the application for a SSN is to be submitted as documentation. If the application is a crisis situation the application may be processed with the child s SSN entered as Once the applicant receives the number a copy of the document is to be provided to the LAA. If the application is not a crisis situation, the applicant must apply for, receive submit the proper documentation to the LAA in order for the application to be processed. Generally, SSNs are received within fifteen days. If the number is not available by the end of the fifteen (15) day period for application processing proof that an application has been made to SSA shall be submitted in lieu of the actual number. For this situation, the LAA shall enter in the household data section of the OHEP data system for the child until the new number is received. An application may be denied for incomplete information if there is a refusal to obtain a SSN for a child over age two. NOTE: When entering for the SSN, the Data System automatically creates a pseudo SSN as a placeholder. This pseudo SSN can only be used for a one time application. Adult members of a household must have a documented SSN in order to complete the application. If an applicant does not have proof of an adult household member s SSN at time of that application is the application may not be processed for payment until the documentation is received. However, an exception is made for persons identified with alien status. The can be used for those persons designated with alien status. Guidelines for aliens are described in section XI of chapter

33 Chapter 3 Application Process Acceptable documentation: Social Security card Social Security Administration (SSA) issues three types of Social Security cards: a. The card most people have shows your name and Social Security number and let you work without restriction. SSA issues this card to: o U.S. citizens, or o people who are lawfully admitted to the U.S. for permanent residence, or who have permission from the Department of Homeland Security (DHS) to work permanently in the U.S. b. The second type of card bears the legend, NOT VALID FOR EMPLOYMENT. SSA issues this card to people who: o are lawfully admitted to the U.S. but don t have DHS permission to work. You need this card if a federal or state law requires you to have a Social Security number to get a benefit or service; or o are living in the U.S. and don t have DHS permission to work but, because they re entitled to a federally funded benefit, are required by federal law to have a Social Security number to receive the benefit.. c. The third type of card bears the legend, VALID FOR WORK ONLY WITH DHS AUTHORIZATION. SSA issues this card to people who have DHS permission to work temporarily in the US. Cards issued prior to April 2004 bear the legend, VALID FOR WORK ONLY WITH INS AUTHORIZATION. Official letter or benefits notice with the social security number displayed. This letter must be on government letterhead. Printout from CARES. Printout from MABS. Medicare card Printout from SOLQ or SVES. A copy of the SSN documentation for all household members is placed in the applicant file. 3. Income for all household members as defined on pages 4-7 must be verified. Acceptable documentation: See Chapter 4 for acceptable documentation A copy of the income documentation for the applicant and all household members where available, is placed in the applicant file. 3-6

34 Chapter 3 Application Process 4. Proof of identity for the applicant documented by a photo identification document. For previously eligible households, where photo identification was received and remains in the file another photo id is not required. Separate documentation with a photo is required for those items that do not have photo. Acceptable documentation: Valid Driver's license (current or expired) Valid identification card issued by Maryland Motor Vehicle Administration (MVA) (current or expired) Employment Identification Card with picture (current or expired) Valid U.S. Passport (current or expired) Valid out-of-country passport with visa and valid I-94/adit stamp evidencing lawful admission (current or expired) Valid U.S. military identification card (current or expired) Certificate of U.S citizenship (INS Form N-560 or N-561) Valid alien registration card (I-551) Valid employment authorization card (I-688 or I-688-B) Valid employment authorization document (I-766) Valid temporary resident card (I-688) Certificate of naturalization (INS Form N-550 or N-570) I-94 arrival and departure record (refugee) Out-of country driver s license (valid or expired) Valid International driver s license (current or expired) Valid U.S. government driver s license including military licenses (current or expired) For age 62 and over or disabled/homebound, a birth certificate or Medicaid/Medicare card For age 62 and over or disabled/homebound, any valid document that displays the applicant s full and complete social security number For age 62 and over, or disabled/homebound a valid insurance policy document or health insurance card Valid high school photo identification card (current or expired) for persons 25 or younger A copy of the proof of identity for the applicant is placed in the applicant file. 5. Verification of immigration status of all household members who are not U.S. Citizens. Acceptable documentation: Valid alien registration card (I-551) Valid employment authorization card (I-688 or I-688-B) Valid employment authorization document (I-766) Valid temporary resident card (I-688) I-94 arrival and departure record (refugee) Valid Social Security Card 3-7

35 Chapter 3 Application Process A copy of the verification of immigrant status for the applicant and all household members who are not U.S. citizens is placed in the applicant file. 6. Proof of residence. In order to qualify for MEAP or EUSP benefits applicants and household members must be residents of the State of Maryland. The proof of residence must have the individual s name and indicate a Maryland street address to identify the location for delivery. Documents with Post Office Box addresses are not acceptable as proof of residence. a. Homeless Customer Procedure Many Supportive Housing Programs serving people who are homeless require applicants to resolve utility debts before they are considered eligible for housing. Applicants do not yet have an address early in the application process making them ineligible for OHEP programs. The following procedure has been created in order to provide Supportive Housing programs with the information that they need to determine eligibility: 1. The applicant will identify as homeless and provide a letter from a supporting nonprofit organization to which he or she has applied for housing. 2. LAA will assist the applicant in completing the basic demographic sections of the OHEP Application leaving the address blank. 3. LAA will determine if the applicant has an outstanding debt with the jurisdiction s utility company. 4. LAA will determine if the applicant has received arrearage forgiveness in the last seven years. If no, the LAA will determine an estimated grant amount in the arrearage program. The worker will complete a form letter (see addendum X) to the Supportive Housing Program (and provide a copy to the applicant) indicating this grant amount and the program-wide average benefits for MEAP and EUSP. If yes, the LAA will send a form letter to the Supportive Housing Program (and provide a copy to the applicant) indicating only the program-wide average benefits for MEAP and EUSP. 5. LAA will instruct the applicant to hold the application until the address has been identified. Note: Mailing addresses may be in another state as some residents of towns near state borders may have a post office box in the bordering state or some applicants may have a 3-8